We kindly ask that you review your order carefully before placing it to ensure that all information and the contents of your order are correct. Please be advised that once your order has been placed, we are almost unable to cancel or make changes to your order.

Please see our Product Terms and Conditions for further details on your rights to cancel your Order. Please note, we offer a flexible returns policy to make your online shopping experience even easier. However, customers cancelling orders / returning items repeatedly may be refused at our discretion.

Under certain circumstances, cancellations must be requested within 1 hour of the order being placed and within our service hours (Monday-Friday, 10:00 AM-5 PM GMT). While we cannot guarantee cancellations, we will try our best to accommodate where possible. Please note, we have very limited support on weekends and public/bank holidays.

Please do not return the package before contacting us, we cannot guarantee processing your refund if you don't contact us first.

We always aim for make sure our customers love our products, but if you do need to return an order, we’re happy to help. You can return any product that arrives damaged at no cost in exchange for a new one.

If you receive a product and the product is not quite what you expected, you can send it back within 30 days. In this case, you are the one that takes care of the shipment costs. Please see our Product Terms and Conditions for further details on your rights to cancel your Order. Please note, we offer a flexible returns policy to make your online shopping experience even easier. However, customers cancelling orders/returning items repeatedly may be refused at our discretion.

You can return your order within 30 days from the day you received your order. This includes products that have been opened and used - we expect you gave them a red hot go before deciding ‘not for me!’ 

Unused or gently used products are eligible for a full refund or credit. Substantially used products are not eligible for a refund or credit. Product condition will be determined in Smuuv Body’s sole discretion. Neither items marked as final sale nor Smuuv reward redemptions (items received as rewards), gift cards or gift with purchases cannot be returned for store credit, refunded or exchanged.

Please send us an email within this time-frame, so we can resolve any issues and initiate the returns process. We recommend that you return the product (and they will need to be returned) via registered post, and that you prepay all postage.

You assume any risk of loss, theft, or damaged goods during transit, and therefore we advise you to insure your parcel. Smuuv Body will not be responsible for any loss, theft, or damage in transit if you choose not to insure.

We can not cancel your order while it’s in transit. You can however return the order to us once you receive it and request a refund. If you no longer require your order, please contact us here with the reason you wish to return your order. We will process your refund once your parcel has been returned to our warehouse.

We are under a legal duty to supply products that are in conformity with our agreement with you. If a product you have ordered is faulty, including if it is incorrectly described or not of satisfactory quality, you have a right to request a refund. Nothing in these terms will affect your legal rights.

Where possible, you need to report any problems like this to us via email within 48 hours from the time your order is delivered and send us photographic evidence to support if necessary. If your claim is upheld we will send you a returns label free of charge.

Once your product has been returned, it will be checked and, provided we agree that it is faulty, you will be refunded the price of the faulty product along with the delivery charges you paid.

Please see the section below for information on what qualifies as a faulty product. If you return something which isn't actually faulty, this may be returned to you at your expense or, if you fail to pay the return costs, we may keep it and not refund you.

Cheeky babes! Your refund will still be issued to the card used on your order so long as the account is still open. When a card is lost, stolen, or cancelled we can still refund that card. We cannot refund your order onto a different card. Please don't even ask!

All returns are processed back to the original method of payment unless store credit is chosen. If the payment for an order was split between an E-gift Card and another method of payment, the return will automatically go back first to the E-gift card with any remainder to the second form of payment.

If we issue the refund and the payment is returned to us because your card is no longer available or has been cancelled, we will then issue your refund via a gift card or store credit, but the refund transaction must have been returned to us first.

Once the product has arrived back at our warehouse, please allow 3-5 days for your return to be processed internally. Once processed and accepted, we will then issue your refund accordingly.

You will generally receive your refund within 48-72 hours of the return package being marked as delivered. Returns can take up to 14 business days during peak season and depending on your bank.

Depending on your bank or card provider, please allow up to 5 - 10 business days for your refund to reflect on your account. Don’t worry - we’ll do our best to keep you notified every step of the way.

If you have received an email advising that your order has been cancelled it could be for one of the following reasons:

1. The order has failed security checks. We perform security checks on every order that is placed with us. If an order does not meet the criteria required for an order to be deemed as genuine then it will be cancelled. To make sure your order passes our security checks, please ensure the correct billing information is provided at checkout, this includes:

• Billing address that is registered to the card being used
• Verified by Visa- Correct password is entered
• SecureCode by Mastercard- Correct pin code is entered
• PayPal email address matches the information provided

2. The order is deemed as retail. Products purchased from Smuuv Body are not for re-sale or distribution except state otherwise. Smuuv Body can, at its sole discretion, restrict ordering to a maximum of 5 pieces of any individual products and reserve the right to cancel any orders which are suspected as being purchased for re-sale or distribution.

3. The system has detected a duplicate order. If a duplicate order comes through within a short space of time of the first order being placed, this may be cancelled. 

4. The order is being delivered to a freight forwarding address. We cannot accept orders being delivered to a freight forwarding business for parcel insurance reasons.